Onboarding Support Specialist

Summary

Join Bend Health, a company revolutionizing mental health treatment for kids and teens, as a full-time, remote Onboarding Support Specialist I. You will lead new members through the onboarding process, educate them on services, and utilize a concierge approach to support their needs. This role requires collaboration with other departments, insurance verification, and identifying enrollment barriers. The position demands strong customer service, attention to detail, and experience with EHR systems. Bend Health offers a competitive salary, comprehensive benefits, and the opportunity to make a real impact on pediatric mental health.

Requirements

• Proficiency in connecting and building rapport with caregivers and ability to communicate Bend Health’s services clearly
• Experience with onboarding, member engagement, support processes, scheduling, insurance verification and resolution of various barriers
• Ability to connect with and support caregivers and families during the onboarding process
• Detail-oriented with a focus on quality assurance in documentation and a proven knowledge of managing workflows
• Familiarity with digital health environments and Electronic Health Record (EHR) systems with a track record or success in managing client onboarding and engagement
• A deep commitment and enthusiasm for working in a mission-driven organization focused on increasing access to mental health services for kids, teens and young adults
• Ability to independently foster relationships with members and caregivers
• Strong customer service skills to manage challenging customer expectations
• Documentation and quality assurance processes experience
• Ability to learn and utilize new tools and applications effectively
• Ability to work independently and decisively
• Passion for expanding access to mental health care
• Experience operating within an Electronic Health Record (EHR) comfortably

Responsibilities

• Lead all new members and caregivers through the onboarding process and assist in getting them scheduled for the Initial Evaluation
• Educate members and caregivers about Bend Health’s numerous services
• Utilize a concierge approach, reach out to members through multiple channels (phone, emails, etc.) to drive onboarding and support tasks for a streamlined experience
• Collaborate cross-departmentally to find strategic solutions to member requests or needs
• Operate independently in a fast-paced environment
• Verify insurance eligibility information to both new and existing members
• Identify barriers to member enrollment and engage in communication with appropriate teams to resolve technical issues in a timely manner
• Perform other duties as assigned

Preferred Qualifications

• An experienced digital healthcare specialist with a proven track record managing multiple members through an Electronic Health Record (EHR) workflow
• Specific experience in onboarding, engagement, and customer service in a digital health environment

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity
• 401k contribution
• Remote work